FAQ

Conecto SIM Card

First Use: Your SIM

What to do on receipt of the SIM

After receiving your Conecto SIM, just place the SIM in an unlocked handset. The contract will be activated on first use. As the SIM is a “roaming” SIM, it can take upto 1 minute for a network to be selected and the phone operational.

Phone Compatibility

All Conecto SIM’s support the 3 SIM card sizes.

However, as some foreign networks may run on different frequencies, you need to check whether your phone will be compatible specifically with the countries that you are travelling to (we recommend that you go through this step if you have an older/more basic phone).

In particular please contact the Support team if you are travelling to Japan or United States, as those countries require a newer handset due to their specific frequencies.

If asked by support for my SIM details, how do I get the information?

Dial *133# into the handset and the mobile number will be displayed on the screen.

Calls

Making a call with an Conecto SIM.

Always dial the full international number when dialing. For example, 07123 456789 will be dialed 00447123 456789 or +447123 456789.

So the dialing steps:

Step 1 Dial the number you wish to call in full international format.Calling a UK Mobile 07123 456789.Add + , Country code and drop the zero.Dial on your Conecto SIM +447123 456789

Step 2 Press the call button

Step 3 In a few seconds your phone will ring

Step 4 Answer this call

Step 5 You will hear “Please wait while we connect your call.” Please wait until your call is connected.

Hint: When dialing both locally and international remember to dial the full international format for all numbers.Alternate dialing method if above does not connectIf you find that you are dialing correctly but still cannot make a call, please try replacing the + with a * and adding a # at the end.For example to call the UK mobile number 07123 456789 you would then dial *44 7123 456789#

Why are calls not going through?

AIf you are experiencing difficulty making calls this may be one of 2 factors. You may not be dialing correctly or you may be on an unsupported network.

Step 1 You should first check that you are dialing correctly.To call from your Conecto SIM, you need to call in the full international format. This means you need to call with a + then country code then the number.If you find that you are dialing correctly but still cannot make a call, try replacing the + with a * and adding a # at the end.If you are calling a UK mobile 07123 456789, you will be dialing on your Conecto SIM, + or 00 44 7123 456789 or *44 7123 456789#

Step 2 Try manually selecting a different carrier:On an iPhone:

Step 1 Go to Settings on your iPhone.

Step 2 Scroll down to find Carrier/mobile.

Step 3 Switch ‘Automatic’ OFF.

Step 4 Select each network in turn to find a stable connection, then dial again.On an Android:

Step 1 Go to Settings on your device.

Step 2 Find Wireless and Networks.

Step 3 Then click on Mobile Networks or Network Operators.

Step 4 Your device will now search for networks around you.

Step 5 Select each network in turn to find a stable connection, then dial again.Using all other mobiles:

Step 1 On the main Menu of your device, find Settings.

Step 2 Look for the option Mobile Network or Connectivity.

Step 3 Scroll down until you can find the option called Operators or Network Selection.

Step 4 Select Manual search .

Step 5 Select each network in turn to find a stable connection, then dial again.

On the handset of the person I am calling, it is saying “withheld”

The displayed number being withheld is a setting change in the handset.

For iPhone:

Go to Settings>Phone>Show My Caller ID, wait a few moments and then push the switch to ON.

For Android:

Go to Phone and in the top right hand corner, press the triple dots.

Press Settings>Calling Accounts

At the top left press Settings>Additional Settings.

Select Caller ID and change to the required setting.

Text

How to send a text message with your Conecto SIM

Use the full international number format starting with + and dropping the first 0.For example to text a UK number 07123 456789, you would enter +44 7123 456789.

Data

Why isn’t data available in the country the CONECTO SIM is roaming?

Due to high data charges, we are not able to offer data in all countries. In the event that you are travelling to a country where data services are not available, please contact your hotel or place of stay to enquire about WiFi services.

Switch data off?

On receiving your Conecto SIM, data is automatically switched off. On purchase of a data bundle, follow the data setup instructions to enable data and use the service.

To set up data

To be able to access data on your device, you will first need to save the Conecto Data Setting and then turn Data Roaming On.For iPhones:

Step 1: Insert your Conecto SIM.

Step 2: Connect your iPhone to Wi-Fi.

Step 3: Dial *172# and click on the link in the text message that you receive.

For all other phones:

Step 1: Insert your Conecto SIM

Step 2: Dial *172# and click on the link in the text message that you receive

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